PpLes entreprises et les gouvernements comptent sur Thales pour apporter de la confiance aux milliards d’interactions numériques qu’ils établissent avec les utilisateurs. L’Activité Mondiale Identité Sécurité Numériques (DIS) fournit des technologies et services (des logiciels sécurisés en passant par la biométrie ou encore le cryptage), qui permettent aux entreprises ainsi qu’aux gouvernements de vérifier des identités, et de protéger les données afin qu’elles restent sûres. /p h3Role Overview /h3 pAs a bService Delivery Manager /b, you are responsible for the bend‑to‑end service delivery /b to a portfolio of mostly healthcare customers. You act as the bprimary operational point of contact /b, ensuring service quality, customer satisfaction, and contractual commitments (SLAs, governance, reporting). You work closely with customers, internal delivery teams, PMs, SOC, and technical experts to ensure services are delivered efficiently and continuously improved. /p h3Key Responsibilities /h3 h3Customer Service Management /h3 ul liAct as the main operational interface for assigned healthcare customers /li liBuild and maintain trusted, long‑term customer relationships /li liLead service governance meetings (operational reviews, service reviews, escalation calls) /li liEnsure contractual commitments, SLAs, and KPIs are met. /li /ul h3Service Delivery Coordination /h3 ul liOversee day‑to‑day service delivery across multiple Thales cyber services /li liCoordinate and work with internal teams (SOC, NetSec, PMO, sales) /li liAnticipate risks, identify service issues, and drive corrective actions /li liManage escalations and ensure timely resolution. /li /ul h3Reporting Continuous Improvement /h3 ul liProduce and present service reports (operational, KPI, SLA) /li liIdentify service improvement opportunities and contribute to service evolution. /li liSupport renewals, upsell opportunities, and service extensions in collaboration with sales. /li /ul h3Governance Compliance /h3 ul liEnsure services comply with internal processes, security standards, and customer requirements /li liContribute to onboarding of new customers and transition from project to run /li /ul h3Experience /h3 h3Required Profile /h3 ul liMinimum 3 years of experience in service delivery, service management, or customer operations /li liProven experience managing enterprise or public sector customers, ideally in healthcare /li liExperience working in IT / Cybersecurity / Managed Services environments /li /ul h3Skills Competencies /h3 ul liStrong customer orientation and communication skills /li liAbility to manage complex stakeholders and escalations /li liStructured, proactive, and solution‑oriented mindset /li liComfortable with governance, reporting, and operational steering /li /ul h3Languages /h3 ul liFrench : fluent /li liDutch Fluent /li liEnglish is a plus /li /ul pThales, entreprise Handi-Engagée, reconnait tous les talents. La diversité est notre meilleur atout. Postulez et rejoignez nous ! /p /p #J-18808-Ljbffr